WO2018122614A3 - Techniques for l3 pairing - Google Patents

Techniques for l3 pairing Download PDF

Info

Publication number
WO2018122614A3
WO2018122614A3 PCT/IB2017/001748 IB2017001748W WO2018122614A3 WO 2018122614 A3 WO2018122614 A3 WO 2018122614A3 IB 2017001748 W IB2017001748 W IB 2017001748W WO 2018122614 A3 WO2018122614 A3 WO 2018122614A3
Authority
WO
WIPO (PCT)
Prior art keywords
pairing
techniques
assignment
contact center
center system
Prior art date
Application number
PCT/IB2017/001748
Other languages
French (fr)
Other versions
WO2018122614A2 (en
Inventor
Zia Chishti
Original Assignee
Afiniti Europe Technologies Limited
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US15/395,517 external-priority patent/US9955013B1/en
Priority claimed from US15/395,469 external-priority patent/US10257354B2/en
Priority claimed from US15/395,529 external-priority patent/US10326882B2/en
Priority claimed from US15/395,505 external-priority patent/US10320984B2/en
Priority to KR1020207012381A priority Critical patent/KR102201964B1/en
Priority to CA3007712A priority patent/CA3007712C/en
Priority to KR1020207012387A priority patent/KR102201965B1/en
Priority to AU2017366663A priority patent/AU2017366663A1/en
Priority to JP2018536156A priority patent/JP6557788B2/en
Priority to EP23208603.3A priority patent/EP4300931A3/en
Application filed by Afiniti Europe Technologies Limited filed Critical Afiniti Europe Technologies Limited
Priority to CN201780005565.0A priority patent/CN109314740A/en
Priority to EP17851927.8A priority patent/EP3437311A2/en
Priority to EP19167418.3A priority patent/EP3534598A1/en
Priority to KR1020207012382A priority patent/KR102201962B1/en
Priority to KR1020197015164A priority patent/KR102108696B1/en
Publication of WO2018122614A2 publication Critical patent/WO2018122614A2/en
Publication of WO2018122614A3 publication Critical patent/WO2018122614A3/en
Priority to AU2018264038A priority patent/AU2018264038A1/en
Priority to AU2019203967A priority patent/AU2019203967A1/en
Priority to AU2021212067A priority patent/AU2021212067A1/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/14—Delay circuits; Timers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

Techniques for L3 pairing and workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for L3 pairing in a contact center system comprising identifying a plurality of contacts waiting for assignment, identifying a plurality of agents available for assignment, and selecting at least one of the plurality of agents with at least one of the plurality of contacts for assignment and connection within the contact center system.
PCT/IB2017/001748 2016-12-30 2017-12-18 Techniques for l3 pairing and workforce management in a contact center system WO2018122614A2 (en)

Priority Applications (14)

Application Number Priority Date Filing Date Title
EP17851927.8A EP3437311A2 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing
EP19167418.3A EP3534598A1 (en) 2016-12-30 2017-12-18 Workforce management in a contact center system
KR1020207012382A KR102201962B1 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing
CA3007712A CA3007712C (en) 2016-12-30 2017-12-18 Techniques for l3 pairing and workforce management in a contact center system
KR1020197015164A KR102108696B1 (en) 2016-12-30 2017-12-18 Technologies for L3 pairing
KR1020207012387A KR102201965B1 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing
AU2017366663A AU2017366663A1 (en) 2016-12-30 2017-12-18 Techniques for L3 pairing and workforce management in a contact center system
JP2018536156A JP6557788B2 (en) 2016-12-30 2017-12-18 Techniques for L3 pairing and workforce management in contact center systems
EP23208603.3A EP4300931A3 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing
KR1020207012381A KR102201964B1 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing
CN201780005565.0A CN109314740A (en) 2016-12-30 2017-12-18 Technology for L3 pairing
AU2018264038A AU2018264038A1 (en) 2016-12-30 2018-11-14 Techniques for l3 pairing and workforce management in a contact center system
AU2019203967A AU2019203967A1 (en) 2016-12-30 2019-06-06 Techniques for l3 pairing and workforce management in a contact center system
AU2021212067A AU2021212067A1 (en) 2016-12-30 2021-08-05 Techniques for l3 pairing and workforce management in a contact center system

Applications Claiming Priority (8)

Application Number Priority Date Filing Date Title
US15/395,517 US9955013B1 (en) 2016-12-30 2016-12-30 Techniques for L3 pairing in a contact center system
US15/395,529 2016-12-30
US15/395,505 US10320984B2 (en) 2016-12-30 2016-12-30 Techniques for L3 pairing in a contact center system
US15/395,517 2016-12-30
US15/395,529 US10326882B2 (en) 2016-12-30 2016-12-30 Techniques for workforce management in a contact center system
US15/395,505 2016-12-30
US15/395,469 US10257354B2 (en) 2016-12-30 2016-12-30 Techniques for L3 pairing in a contact center system
US15/395,469 2016-12-30

Publications (2)

Publication Number Publication Date
WO2018122614A2 WO2018122614A2 (en) 2018-07-05
WO2018122614A3 true WO2018122614A3 (en) 2018-09-27

Family

ID=61683830

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2017/001748 WO2018122614A2 (en) 2016-12-30 2017-12-18 Techniques for l3 pairing and workforce management in a contact center system

Country Status (7)

Country Link
EP (3) EP3534598A1 (en)
JP (5) JP6557788B2 (en)
KR (4) KR102201962B1 (en)
CN (7) CN113194208A (en)
AU (4) AU2017366663A1 (en)
CA (2) CA3031654C (en)
WO (1) WO2018122614A2 (en)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU2017366663A1 (en) * 2016-12-30 2018-07-19 Afiniti Europe Technologies Limited Techniques for L3 pairing and workforce management in a contact center system
US10326882B2 (en) 2016-12-30 2019-06-18 Afiniti Europe Technologies Limited Techniques for workforce management in a contact center system
US11831808B2 (en) 2016-12-30 2023-11-28 Afiniti, Ltd. Contact center system
US10757261B1 (en) * 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system

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US20160080573A1 (en) * 2008-01-28 2016-03-17 Satmap International Holdings Limited Techniques for behavioral pairing in a contact center system
WO2016048290A1 (en) * 2014-09-23 2016-03-31 Interactive Intelligence Group, Inc. Method and system for prediction of contact allocation, staff time distribution, and service performance metrics in a multi-skilled contact center operation environment

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KR20010087924A (en) * 2000-03-09 2001-09-26 김영철 System and method for counsulting with remote consultant
KR20050110951A (en) * 2004-05-20 2005-11-24 안영수 Method for realizing consulting using network
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JP5349731B2 (en) * 2005-11-14 2013-11-20 ピーアンドダブリューソリューションズ株式会社 Agent required number calculation method, apparatus, and program
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WO2000070849A2 (en) * 1999-05-13 2000-11-23 Willow Csn, Inc. Call center scheduling system
US20050129212A1 (en) * 2003-12-12 2005-06-16 Parker Jane S. Workforce planning system incorporating historic call-center related data
US20080109797A1 (en) * 2006-11-06 2008-05-08 Genpact Global Holdings Sicar Sarl Optimized call center operations method and system
US20160080573A1 (en) * 2008-01-28 2016-03-17 Satmap International Holdings Limited Techniques for behavioral pairing in a contact center system
AU2015243001A1 (en) * 2008-08-29 2015-11-12 Afiniti International Holdings, Ltd. Call routing methods and systems based on multiple variable standardized scoring and shadow queue
WO2016048290A1 (en) * 2014-09-23 2016-03-31 Interactive Intelligence Group, Inc. Method and system for prediction of contact allocation, staff time distribution, and service performance metrics in a multi-skilled contact center operation environment

Also Published As

Publication number Publication date
EP4300931A2 (en) 2024-01-03
EP4300931A3 (en) 2024-05-22
JP2021101352A (en) 2021-07-08
JP6557788B2 (en) 2019-08-07
JP6748267B2 (en) 2020-08-26
KR20200047784A (en) 2020-05-07
CN113382114A (en) 2021-09-10
KR102201965B1 (en) 2021-01-11
JP6909361B2 (en) 2021-07-28
JP6852211B2 (en) 2021-03-31
CA3031654C (en) 2019-08-06
WO2018122614A2 (en) 2018-07-05
KR102201962B1 (en) 2021-01-11
CA3031654A1 (en) 2018-06-30
AU2018264038A1 (en) 2018-12-06
CA3007712A1 (en) 2018-06-30
CN113194208A (en) 2021-07-30
CN110012178A (en) 2019-07-12
JP2020162140A (en) 2020-10-01
CN110177181B (en) 2021-07-16
KR20200047787A (en) 2020-05-07
AU2019203967A1 (en) 2019-06-27
KR102201964B1 (en) 2021-01-11
JP2019205186A (en) 2019-11-28
JP2021166400A (en) 2021-10-14
CN110012178B (en) 2021-04-20
AU2021212067A1 (en) 2021-08-26
CN110177181A (en) 2019-08-27
CN113194204A (en) 2021-07-30
JP2019509657A (en) 2019-04-04
EP3437311A2 (en) 2019-02-06
CA3007712C (en) 2020-01-14
KR102108696B1 (en) 2020-05-07
KR20200047785A (en) 2020-05-07
KR20190069562A (en) 2019-06-19
EP3534598A1 (en) 2019-09-04
CN110099178A (en) 2019-08-06
AU2017366663A1 (en) 2018-07-19
CN110099178B (en) 2020-12-11
CN109314740A (en) 2019-02-05
JP7076617B2 (en) 2022-05-27

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